Mischa Edwards
Brooklyn,NY
Summary
Senior Operations leader with a collaborative approach to people management and highly adept at change management. Looking for new opportunities in tech, financial services, and project management.
Results-driven Senior Director of Operations known for unparalleled productivity and efficiency in task completion. Possess specialized skills in strategic planning, process optimization, and team leadership. Excel in communication, problem-solving, and adaptability, ensuring seamless operations and organizational success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Director of Operations
Betterment
New York, NY
12.2021 - 06.2025
- Responsible for driving scale, process improvements, and maximizing efficiency across a diverse set of initiatives including but not limited to revenue generation, automation efforts, B2B sales, and fraud and ATO prevention.
- Manage a team of 23 associates and 3 managers located in Manchester, Colorado, Los Angeles, New York, and Philadelphia.
- Develop a dashboard of metrics to facilitate performance management and inform headcount decisions.
- Lead biweekly meetings with CEO and President to provide status updates.
- Create detailed onboarding and continuous learning program to allow for faster ramp up and effective cross-training.
- Serve as primary point of escalation for incidents and errors.
- Oversee the project management of company acquisitions, UX workflows and enhancements.
- Assist with SEC and FINRA audits re: AI, KYC, AML, etc.
- Perform consumer promotions/activations to support new brands and programs.
- Ensure maximum brand integrity.
- Generate and analyze productivity reports to ensure targeted goals for daily/weekly/monthly volume, and KPIs are met in a timely fashion.
- Regularly educate and train team on performance, metrics, and general Operations and Compliance protocols.
- Manage $1.5M budget pertaining to salaries, vendor contracts, education and training for licensing, etc.
Director of Operations
AIG
Wilton, CT
01.2020 - 12.2021
- Recruited as Director of Operations based in Wilton, CT managing the Corporate Markets Operations teams based in Houston, TX and Wilton, CT.
- Manage a team of 4 located in Delaware, Houston, and Wilton.
- Lead technology efforts, including but not limited to the design and implementation of an automated payment and processing system.
- Drive process improvements in the department enforcing automation and technology where feasible.
- Spearhead the development of key performance metrics to track and monitor progress and identify areas for improvement.
Director of Client Services
Golconda Partners, LLC
03.2019 - 01.2020
- Company Overview: A start-up company in the insurance and financial services industry catering to the ultra-high net worth market.
- Act as an adviser to the CEO and assist in facilitating effective decision-making.
- Spearhead the development of corporate website and client portal using Agile and Waterfall project management approaches and tools.
- Partner with the CEO in the creation of ancillary companies; assist in the hiring of key staff accordingly.
- Manage budget and Operations for the firm.
- Develop library of templates for client-facing communications and marketing materials.
- Establish and document internal protocols to facilitate transparency and productivity.
- Foster a service-oriented work environment with an emphasis on innovation, accountability, and teamwork.
- Spearhead the development of key performance metrics to track and monitor progress and identify areas for improvement.
- A start-up company in the insurance and financial services industry catering to the ultra-high net worth market.
Head of Client Services and Chief of Staff
Castle Lanterra Properties
Suffern, NY
10.2018 - 03.2019
- Recruited to design framework and process flows for office for the CEO, administration, and investor relations, accounting for scalability.
- Manage overall operations and serve as the primary point of contact for enhancement of Financial Reporting, Human Resources, and Management initiatives.
- Analyze areas for improvement through the development of KPIs.
- Partner with the CEO to identify a staffing plan, draft and hire accordingly.
- Identify opportunities for process improvements within but not limited to the Office of the CEO, Capital Markets, Investor Relations, and execute accordingly.
- Spearhead the implementation of Salesforce as the primary CRM for the firm.
- Write weekly updates to CEO highlighting key activities and events for senior management and incorporating KPIs.
- Collaborate with PR firm to rebrand the company and introduce to broader markets, including institutional investors, family office, and ultra high net worth investors.
- Redesign the client experience and back-end operations for investors.
Director of Client Services
Winged Keel Group
New York, NY
10.2018 - 03.2019
- Recruited to design framework and process flows for office for the CEO, administration, and investor relations, accounting for scalability.
- Manage overall operations and serve as the primary point of contact for enhancement of Financial Reporting, Human Resources, and Management initiatives.
- Analyze areas for improvement through the development of KPIs.
- Partner with the CEO to identify a staffing plan, draft and hire accordingly.
- Identify opportunities for process improvements within but not limited to the Office of the CEO, Capital Markets, Investor Relations, and execute accordingly.
- Spearhead the implementation of Salesforce as the primary CRM for the firm.
- Write weekly updates to CEO highlighting key activities and events for senior management and incorporating KPIs.
- Collaborate with PR firm to rebrand the company and introduce to broader markets, including institutional investors, family office, and ultra high net worth investors.
- Redesign the client experience and back-end operations for investors.
Associate - Investor Relations
Golub Capital
New York, NY
06.2011 - 10.2014
- Led meetings with the Fund Accounting team to better plan investor reporting calendar and deliverables.
- Implemented new ticketing and reporting system that created workflows, managed budgets and timelines, as well as tracked key deliverables; collaborated closely with various internal stakeholders and external vendors.
- Managed and oversaw launch of new web portal including working with tech department to increase efficiency and the marketing department to improve design and layout.
- Chief of Staff to the CAO and Interim Executive Assistant to the President.
Executive Assistant
BlackRock
New York, NY
07.2010 - 06.2011
Executive Assistant
Fortress Investment Group
New York, NY
02.2010 - 07.2010
Administrative Assistant
Bridgewater Associates
Westport, CT
09.2009 - 02.2010
Research Assistant
Durham Asset Management
New York, NY
02.2006 - 05.2009
Education
Ph.D. - English
The Graduate Center (CUNY)
Bachelor of Arts - English, Economics
University of Pennsylvania
Skills
- MS Office Suite
- Jira
- Asana
- Zendesk
- LucidChart
- Slack
- Process improvement
- Project management
- Performance metrics
- Budget management
- Team leadership
- Data analysis
- Regulatory compliance
- Client relationship management
- Automation implementation
- Change management
- Effective communication
- Strategic planning
- Cross-functional collaboration
- Training development
- Cross-functional coordination
- Workforce planning
- Performance analysis
- Operational efficiency
- Employee reviews
- Interpersonal communication
- Client account management
- Performance improvement
Certification
- SIE
- Series 6
- Series 63
- Series 99
- Life, Accident and Health Insurance License
Timeline
Senior Director of Operations
Betterment
12.2021 - 06.2025
Director of Operations
AIG
01.2020 - 12.2021
Director of Client Services
Golconda Partners, LLC
03.2019 - 01.2020
Head of Client Services and Chief of Staff
Castle Lanterra Properties
10.2018 - 03.2019
Director of Client Services
Winged Keel Group
10.2018 - 03.2019
Associate - Investor Relations
Golub Capital
06.2011 - 10.2014
Executive Assistant
BlackRock
07.2010 - 06.2011
Executive Assistant
Fortress Investment Group
02.2010 - 07.2010
Administrative Assistant
Bridgewater Associates
09.2009 - 02.2010
Research Assistant
Durham Asset Management
02.2006 - 05.2009
Ph.D. - English
The Graduate Center (CUNY)
Bachelor of Arts - English, Economics
University of Pennsylvania
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